No 15 - Winning on Purpose??

The last week I announced that I was leaving my role as a management lecturer, announced that I had started a new podcast and not yet announced my next role which I started on Wednesday. I certainly enjoyed my year in academia, teaching potential future leaders the importance of customer experience strategy and meeting and working alongside some amazing people who I learnt so much from, but when you know, you know.

Thanks for all the positive messages publicly and privately regarding my career choice, a choice which has taken me back to what I love. Also, sorry to everyone who has been messaging me and asking which brand I’ve joined thanks to my daily teasing posts. All will be revealed on Monday.

As I'm posting this edition on a Saturday, I am mainly talking about football in a non-football way. I’m looking at culture and purpose. There are some great recommendations for what to watch, read and listen to at the end.

As I started writing this edition, I was sat in my local pub garden, technically unemployed for a day watching Liverpool play Southampton and wondering if these “Mentality Monsters” had enough in them to take the Premier League to the last day of the season. Whatever happens, Liverpool have had an amazing season. Whilst I’m not going to get all wax lyrical about Liverpool, I am a huge fan of Klopp. Yes, he is funny, but he also knows what it takes to make a team be more than the sum of its parts. He also knows that to make a team he needs brighter people around him to make his vision a reality. He knows that he can get more out of his “monsters” if everyone is pulling in the right direction, even if some of those in the team do not get game time week in week out.

Forget Steven Bartlett and his recycled click bait quotes. Klopp is a “Management Monster,” proof that you can have a boss that you can actually like and want to work for, run through walls for, go the extra mile for. Books will be written about his management style in years to come and he could retire now and go on the speaking circuit and earn a very decent wage. Yet, the culture that he has cultivated has become so intoxicating that even Klopp himself decided he wanted more and extended his contract again.

He does not always get it right either, but there is an honesty about him alongside his jovial and media friendly demeaner. I certainly do not want to be Klopp, but I do think we all could do with being more Klopp. He made nine changes in the game against Southampton and on the win, he said, “It’s a 100% down to the players, but if we had lost, it would have been 1000% on me”. Taking on all that responsibility and still having a smile his face (most of the time) is something that perhaps comes easy when you’re winning, but it’s addictive and the momentum almost feels unstoppable. Klopp also protects his team, but he also expects the highest standards and for everyone to get behind his vision. Proof that you can be caring and be ruthless at the same time.

Successful founders and business leaders need to give off a similar aura of belief, trustability, ruthlessness and honesty. But a caring side is equally important, empathy is still the most underrated quality in management. I’m not suggesting that you need to employ neuroscientists, nutritionists and physios etc. but putting employees a close second to your customers is a good start.

People often look towards Apple as a shinning example of almost everything business success related. However, I recommend that you look at CostCo. It isn’t perfect and it isn’t for everyone, but their NPS and employee ratings are way beyond what most companies can hope for. They have a different approach to customer experience and employee experience that is worth exploring if you have time. If people are interested, I will look to do a special deep dive.

Back to football, the news that Jake Daniels has come out as gay, the first footballer in 30 years to do so is both amazing and sad that this needs to even be a thing in 2022. As a Blackpool boy, I’m perhaps even more proud, not only that Jake feels that he can be himself in what is referred to as the beautiful game, but also that Blackpool FC supported him at every step. This wouldn’t have been possible under the previous toxic ownership, but the new owners have completely changed the culture in the club and its connection with the local community. It is sad because his sexuality should not matter, but what he does on the pitch does. The culture in men’s football needs to change, but until it does, this is a huge moment.

I hope that this the watershed moment that has been discussed in the press, one where Jakes journey can be used as a template for any player that wants to open up about their sexuality. Still, Sky Sports decided to restrict replies to its social media posts, which tells you all you need to know. There's still a lot of work to be done. ?

Wrexham’s journey has been a joy to watch, particularly on TikTok, sure it helps to have Hollywood owners. But Rob McElhenney and Ryan Reynolds have approached the club and the wider community with respect, empathy, and transparency that they are learning about what it takes. The pride in the club and the town has grown as a result. Did you know Wrexham AFC has a stand called the Wrexham Lager stand? The sponsor scooped Best Beer from the UK for their Wrexham Export Lager and a Grand Gold award at the recent Frankfurt International Trophy in Germany.

I will be rooting for them on Sunday as they take on Bromley in the FA Trophy final and also in their promotion play off matches which could see them promoted to League two.

Finally, Eurovision. The UK’s very own happy Jesus lookalike seems to have God like powers of coming second. Whatever you think of Eurovision, I have found his positivity to be infectious and while he may appear to float through life like a zen master, he’s done some serious grafting over the years. His single, Space Man was released on 22nd February 2022, came 2nd in Eurovision for the UK and you guessed it, hit 2nd in the UK singles charts this week. The number 2 is clearly his lucky number. If you haven't listened to it, go on, you might be surprised.

What to watch.

Everything Everywhere All at Once. A movie where the trailer cannot in any way do the film justice. it is a tour de force of the bizarre and some amazing fight scenes.

What to read.

Winning on Purpose by Fred Reichheld the creator of NPS and Maureen Burns. Especially worthwhile if you're interested in what CostCo does differently. However, he is a bit to gushing about Apple for my liking. That said, there is a lot to love about his "Unbeatable Strategy of Loving Customers". Available in Kindle, audio book and IRL book formats.

What to Listen to.

If you are interested in strategy, business, culture, beer and kimchi then I’d recommend listening to Secure the Baggs Podcast. My good friend Michael Baggs first two episodes covery “Everything is Temporary” and “NFTs, tokens, structures, basketball and Magic The Gathering” are well worth a listen. He is regularly featured in WSJ and other publications, and not only is he the Strategy director for Social Element, but he is also the co-founder of Mash Gang, the brewery that's ripping up the no and low market.

Oh, and if you’re interested in Fintech, you should subscribe to Inside Fintech for future podcasts featuring me, Phil, special guests, and interviews.

?Did you like getting my newsletter on a Saturday morning or should LinkedIn stay a Monday to Friday thing? Drop me a comment or a DM.

Enjoy your weekend whatever you decide to do.